Complaints

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• Initial Complaint

  Date:11/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As of June 2023, my water meter was locked; the bill total was $417.83, which included March, April, and Mays bills. On February 23, 2023, I paid $579.18, which was the amount for February 2022 to the paid date of 02/23/2023, A full year of water bills. The following bill was $116.93, which I received in March 2023. I thought it was high, but I didn't understand why, as I had not had any leaks all winter. On March 25, 2023, I lost my baby brother to Fentanyl Poisoning, which put me through a lot of depression that cost me my job and the only source of income I had, and I'm still fighting with. So April and May came and went, and the bills added on, then June's bill, and they locked my meter without any warning or notice other than the disconnect notice, like the prior months. After that, I started to wonder what was going on; how could I have acquired a total bill of almost the same amount as the entire 2022 bill? And why, in nearly two years, have I never seen a meter reader or anyone check the meter? So I started doing my research and found out that the East Casey County Water Dist. was breaking multiple State Laws as listed in 807 KAR 5:006 sections 7. None of their bills shows Adjustments (part 1a line 9), Nor does it indicate if the account is estimated or Calculated (part 1a line 12). It is also listed in this same section of the law, more specifically in Section 7, part 5, which states that EACH utility Shall read customer's meters at least Quarterly and that it shall be read manually at least once during a calendar year, which has yet to be done in 2 years. Once I discovered this, I felt it would be better to reach out to the PSC, which I did on Aug. 08, 2023, who told me I had to speak with the water company, which I did on Aug. 10, 2023. After that, I waited for a reply from either the water company or PSC. As of November 1, 2023, I had yet to receive any correspondence from the two, so I called the PSC, and they continued to inform me that, according to the water company, the issue was resolved, which it was not.

  Business Response

  Date: 11/28/2023

  The East Casey Co. Water District has attempted to work with *** ****** to help her in paying this bill. However, *** ******'s statements about the accuracy of the meter readings are incorrect the meter was read by our staff at the normal times each month. *** ****** has admitted to my staff that she had a leak during the time in question. Her bill is accurate and should be paid.